Complaint #10 888 UK Casino

Not received Withdrawal 888 after 17 days

By nkhanye

3 years ago

I requested a withdrawal on the 18th of March of £1110 after depositing £200, and it did not go through, I then received an email requesting I verify some documentation on the 20th of March due to an issue with the payment method. I went on to provide this information and on the 23rd I followed up and was told the information with be forwarded to the relevant department.

I was then asked to provide:
Screenshot of the Apple Pay account statement 5167649713651679 that you used to deposit. We recommend a view from a PC, where you can see the correlation between the personal data of the holder and the number of the account itself, in the same image. Make sure that your name and the details are visible. - THIS IS NOT POSSIBLE BECAUSE THERE IS NO WAY TO VIEW APPLE PAY ON A PC, IT IS A MOBILE DEVICE FUCNTION YOU CAN SEE THE INFORMATION HERE: https://discussions.apple.com/thread/253634454

- Apple pay proof where we can see Apple pay full numeration, CC number and owner name. - YOU ARE NOT ABLE TO VIEW THE APPLE PAY FULL NUMERATION IT IS NOT POSSIBLE - https://discussions.apple.com/thread/254749374

Alongside this I provided every picture and screenshot I could provide of my apple pay alongside my bank statement which clearly shows the deposit in question.

Then I got a confirmation of an approved withdrawal on the 24th of March - for £200 to my apple pay which I received but I have not received the remaining £910, I then contacted customer support:
Hello Nkosana,

Thank you for contacting us.

Kindly note that your £1,110.00 withdrawal was split as follows: £200.00 via Apple pay and £910.00 via Wire Transfer.

Please be advised that your withdrawal was split because of the agreements we have with the banks and credit card companies; Therefore, whenever you deposit using a payment method, you create a "Balance" for that respective payment method, which is equal to what you have deposited. In order to clear that balance, any withdrawals will have to go back on that same payment method, therefore decreasing the balance. When the balance comes to 0, then you can withdraw to any payment method you wish, available on your account.

In other words, we send over your balance first, then we process the rest of the funds.

Perhaps your bank did not put the money in your account just yet but surely they will do so, don’t worry. In the meantime I invite you to check withdrawal time frames for each payment method here: https://www.888sport.com/banking/withdrawal/time-frames/

Wire Transfer: 4-7 business days.

If you require further assistance with this or any other matter, please feel free to contact us.

Kind regards,

Oana S.
Member Support Representative

This was the response but I have still not received any money - and I have called 4 times and have been told to wait everything is approved and I should have my money by Monday 3rd of April.

I call today and I am now being told the documents still need to be verified documents I sent on the 23rd and documents which I was told would need to be processed before I get a withdrawal but I received a confirmation on the 25th of March.

This is getting frustrating and I just want the funds I have requested to withdraw.

Disputed Casino 888 UK Casino

Reason Verification issues

Amount £1110

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

nkhanye

3 years ago

Thank you this has now been resolved

888 UK Casino

• Representative

3 years ago

Hello @NKHANYE,

Our Support Team sent you an update via e-mail. Please check your inbox and let us know if you have any further questions or concerns.

Thank you for your patience and for your cooperation.

Best regards,

888 Team

AskGamblers

• Support Team

3 years ago

Dear 888 UK Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

888 UK Casino Complaint Stats

Resolved 21 / 53

Avg. Amount $8,955

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

888 UK Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 20 out of 46 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

888 UK Casino Complaints

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Pending withdrawals after 2 months waiting

Hi there I would like to complain about 3 pending withdrawals from 888 casino. I have been on their live chat box 10 times about this. They said the last time I chatted to a human on it that I needed to submit ID and bank statement which I have done now twice. the 1st pending withdrawal was on the 12rh September for £40.00. The second withdrawal was on the 18th September for £30.00. Last withdrawal was the 31st October for £20.15. I stopped playing their games as they had my 2 previous withdrawals pending but thought I will try and see what happens and I deposited £20.00 played for a while and tried to withdraw my eventual £20.15 hoping all withdrawals would come through at the same time. Nothing has come all 3 withdrawals keep saying pending. I am sick to the back teeth with them as contacting them gets me nowhere. They really do not care .They take my money from my card so why do they not return my money to the card. I do not know how to attach files or anything as I need my son to do this for me. Is there any other information I can give you?

My name is < removed >

0h left

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260 in pending withdrawals

I have £260 in pending withdrawals at 888 Casino that have not been processed.
Breakdown:
£40 pending since 19 October
£200 pending since Friday 24 October
£60 pending since Monday 27 October
On Friday 23 October I was told by live chat that the withdrawals were being re-approved and should be completed within 24 hours. This did not happen.
I have contacted live chat multiple times. Every time I was told the matter had been escalated, but no progress was made and no timeframe was ever given. They processed one £40 withdrawal but left another £40 from the same period stuck in pending, with no explanation.
On 26 October I submitted a formal complaint by email to [email protected]. I have received no acknowledgment, no reference number, and no update whatsoever. Live chat continues to give the same generic “escalated, no update, no timeframe” replies.
My account was previously verified and I have not been asked for any further documents. I even asked if I need to re verify where I been told in live chat there is no need for that

Unresolved

£260

Delay 1688 GBP

On 18th October, I was fortunate enough to win £1688.50 on blackjack.

I didn't accept any bonus. After verifying my details (I deposited via Paysafecard), I was told I could only wire transfer my winnings. I was pretty sure my bank would not accept a wire transfer (banned gambling transactions); however, I tried a £22 payout. As predicted, the payment bounced back to 888casino. I logged into live chat and requested that they not send the remaining £1666.50; however, they sent it.

Now, 9 days later, I am requesting that 888 Casino please contact me via email and confirm that you have received my funds and offer an alternative way to withdraw. Every time I log on to live chat, I am told that my request is with the withdrawal/payments team, and I should be more patient.

I am pleading for my winnings to be sent to me;

I am unable to log into my account since they have blocked my access.

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£1,689

Pending 160 withdrawal for weeks

On my first deposit to 888 Casino I have been shafted I think, I have not yet been paid my £160 winnings. The withdrawal has been pending since the 10th, which seems longer than it should be. I'd be very grateful for any assistance you can offer in resolving this. Thank you very much for your help. I wasn't aware 888casino wasnt 100 perfect trustworthy until I come across this website.

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Does not pay my withdrawal for over a month

Dear 888 Casino Customer Support Team,

I am writing to formally express my dissatisfaction and frustration regarding the ongoing delay in processing my £4,000 withdrawal, which has now been outstanding for over a month.

Throughout this period, I have contacted your live chat support every day, often multiple times a day, in an attempt to resolve this issue. However, every interaction has resulted in the same response: apologies and confirmation that my case has been escalated to the relevant team. Despite these repeated assurances, I have received no meaningful update, no concrete explanation for the delay, and, most importantly, no resolution.

What concerns me most is the complete uncertainty surrounding the waiting time. Nobody seems able to provide a clear timeframe or confirm when I can realistically expect to receive my money. Being left waiting for more than a month, with no definite answer despite my persistent efforts to obtain one, is completely unacceptable and has seriously undermined my confidence in your service.

I understand that certain checks and procedures may be necessary, but this does not justify leaving a customer waiting indefinitely without transparent communication or a clear explanation of what is causing the delay.

I now expect 888 Casino to treat this matter with the urgency it deserves and provide me a realistic and specific timeframe for when the funds will be released and paid into my account.

Repeated apologies and further escalations without any tangible progress are no longer sufficient. I have been patient and cooperative throughout this process, but I cannot continue to accept vague responses and indefinite waiting times.

Please treat this message as a formal complaint and provide a meaningful written response as soon as possible. If this matter is not resolved promptly, I will consider pursuing the available formal complaint and external dispute resolution procedures.

I look forward to receiving a clear explanation and a concrete resolution, rather than another generic apology.

Kind regards,

Unresolved

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14 days no payment despite withdrawal request

I have been waiting 2 weeks now for a withdrawal. Some were released before for the lowest amounts; now I have 2x $1,000 requests, and I'm waiting a long time.

I have also jave been temporarily account banned, which is ridiculous.

I have given ID checks; they confirmed they're okay. I have now sent real bank statements they haven't actually asked for yet also.

I wasn't sent an email to say why I'm banned either. I've emailed all relevant teams, and no one is getting g back to me, not even a confirmation of why I have been temporarily banned.

I really need this money for an unexpected financial struggle, and I'm in the dark with 888. Maybe I'm being impatient, true, but 2 weeks is a joke to get my money back.

Please help. Thank you.

Attached is my attempt to email them, and no reply.

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I have texted on live chat; they told me that it's “with the relevant team” and that they've had 0 correspondence with that team.

I expect to know the status of my withdrawals and the timeframe for when this will be resolved, as the back and forth is ridiculous!

If it was just £20/£30, I wouldn't have minded, but it's £40k, not pennies!

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On 08 September 2026 I won some money whilst playing slots on 888

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I won a bet which I tried to withdraw July 21st.

I was then contacted asking to verify my account. I have submitted my driving license, passport and bank statement, in the formats requested as asked by 888. The documents should 100% satisfy the verification needs, they have been accepted by other bookmakers with no issue.

I am being passed pillar to post, I have been asked to submit, and resubmit the documents dozens of times. Sometimes I have been told I need to submit the documents again as they haven't received them which is categorically untrue. Their chat is generic and of no use whatsoever. I keep getting told this has been escalated and will be resolved soon. This is over two weeks ago. 888 have HAPPILY taken bets before, and after this one bet, and have also paid out both before and after this bet.

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Tried withdrawing on the 19th.

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Considering my partner and I have been with them for over 5 years and never had a problem before.

So I uploaded a PDF as it was how they wanted it.

They kept asking me how I was feeling today, passing me around, spoke to several agents online, then one said, yes,dont worry, I assure you you will get your winnings, 700 pounds.

This was of the slot machines playing at 3.75 a spin at one point, withdrew, got my confirmation email, still showed as pending 9 days later.,

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Where's my 700 pounds?

I can't log in or make contact

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